Collections Consultant

Mcmillan Shakespeare Limited; Melbourne; Hybrid; AUD 55,000 - 75,000; Full time

Benefits offered by this job

Strong culture

Novated leasing

12 weeks paid parental leave

Learning and development opportunities

Sonder digital wellbeing platform

Annual flu vaccinations

Income protection insurance

Exempt Employee Share Plan

Volunteer leave

Career break

Rewards program

Everyone Matters

Job summary

MMS seeks a Collections Officer in Australia to support arrears reduction, engage customers to recover balances, and negotiate suitable repayment arrangements while ensuring compliance with policies and legislation.

You will contact customers by phone, email, or written correspondence; assess circumstances; set up repayment options; maintain accurate CRM notes; and monitor accounts to ensure timely payments. Prior experience in collections or customer service is preferred.

Qualifications

• Experience in collections, customer service or call centre environments.
• Strong communication and negotiation skills are essential.
• Ability to handle difficult conversations calmly and professionally.
• Good attention to detail and record-keeping.
• Ability to work to targets and deadlines.
• Basic computer skills and CRM or collection systems experience.
• Understanding of compliance, privacy and conduct obligations.
• Problem-solving and sound judgement.
• Resilience when dealing with challenging interactions.
• Customer service experience is preferred.

Responsibilities

• Contact customers via phone, email or written correspondence to discuss arrears.
• Negotiate payment plans and resolve arrears per internal policies.
• Assess customer circumstances and propose repayment options.
• Maintain accurate and detailed account notes in CRM or systems.
• Monitor accounts and follow up to ensure repayments are maintained.
• Escalate cases where balances remain unresolved or risk indicators appear.
• Respond to inquiries and complaints professionally and empathetically.
• Ensure all collection activity complies with regulatory and legal obligations.
• Ad hoc tasks as directed.

Skills

Strong communication

Negotiation skills

Calm under pressure

Attention to detail

Record-keeping

Target driven

CRM systems

Ethical collections

Compliance awareness

Problem solving

Resilience

Customer service

Education

VCE or equivalent

Tools

CRM software

Collection systems

Job description

Making a difference isn’t just our purpose, it’s what motivates our people every day. For us, work is not about ticking a box. It’s about knowing that it matters. We make a meaningful difference every day by making it easier for our customers to focus on what matters in their lives.

Here’s how you will make a difference in this role…

The Collections Officer is responsible for supporting MMS in reducing arrears, engaging with customers to recover outstanding balances, and negotiating suitable repayment arrangements while maintaining compliance with company policies and relevant legislation.

At MMS clear expectations help our people Be the Difference. Your key responsibilities in this role will include:

• Contact customers via phone, email, or written correspondence regarding arrears on accounts
• Negotiate payment plans and resolve arrears in line with internal policies
• Assess customer circumstances and provide appropriate repayment options
• Maintain accurate and detailed account notes in customer systems
• Monitor accounts and follow up as required to ensure repayments are maintained
• Escalate cases where balances remain unresolved or risk indicators are identified
• Respond to customer enquiries and complaints professionally and empathetically
• Ensure all collection activity complies with regulatory and legal obligations
• Ad Hoc requirements as directed.

To be considered for this role you will have:

• Previous experience in collections, customer service, or a call centre environment (preferred)
• Strong communication and negotiation skills
• Ability to handle difficult conversations calmly and professionally
• Good attention to detail and record-keeping skills
• Ability to work to targets and deadlines
• Basic computer skills and experience using CRM or collection systems
• Understanding of customer service and ethical collections practices
• Awareness of compliance, privacy, and conduct obligations (training provided where required)
• Problem-solving skills and sound judgement
• Resilience and ability to manage challenging customer interactions

Qualifications

• VCE or equivalent (not required, but preferred)

What we can offer you:

• Strong culture and the support of a values-based recognition program
• Novated leasing benefits and discounts
• 12 weeks paid parental leave
• Comprehensive learning and development opportunities to support your career growth
• Sonder digital wellbeing platform, providing personalised support 24/7, plus annual flu vaccinations
• Default Income Protection Insurance reimbursed for members of the MMS Default Super Fund
• Exempt Employee Share Plan
• Volunteer leave & Career break
• MMS Rewards program
• Embracing our value of Everyone Matters we hold a collective commitment to foster an environment where all differences are valued and respected.
• We encourage individuals from all backgrounds including Aboriginal and Torres Strait Islander peoples, those caring for someone or living with a disability, LGBTQIA+ and culturally diverse applicants to apply.
• We value the skills and attributes veterans can bring to our organisation.
• We embrace hybrid working and welcome conversations about flexibility.

Please note all successful candidates will undergo background checks (including criminal history and ASIC checks) and an NDIS Workers Screening Check if appropriate. All information provided will be treated confidentially.

We acknowledge Aboriginal and Torres Strait Islander people as the Traditional Custodians of the lands where we live, learn and work.

If you identify as a person living with disability and require adjustments to our recruitment process, please contact us at